Reinventing digital service for healthcare

NHS Digital asked us to help them with a new way to develop products and services, bringing their users into the heart of their future offering.

The need

NHS Digital is committed to developing digital tools and services that support staff to deliver better care or that help patients to interact with their health service. The organisation is hugely complex, providing over 370 products, services, audits, statistics, tools, datasets and data collections to a wide range of user communities.

The NHS Digital web team asked us to help them to use service design thinking as a way to reimagine the way it serves B2B users through digital channels, bringing their users into the heart of their future offering.

Our role was to support them to shift the way that they thought about users, enabling them to change their approach to align better with user needs.

How we responded

In a 6-week design sprint, we mapped their current ambition against advancements in healthcare, technology and important developments across the world.

With input from key stakeholders, end users and people right across NHS Digital we created a vision of what good looks like. We also created a working prototype with end users to understand how they could use and combine different services in the future.

Working closely with end users from the beginning of the design process, we helped the NHS Digital web team design a way to create relevant, powerful services that respond directly to their user’s needs.

In our view, this new way of working is game-changing, and challenges the status quo within a public organisation. It shows stakeholders across the organisation what matters for the users in the end.

The results

Our prototypes and client testimonials quickly became a rallying point for the NHS Digital web team.

The team is using service design to bring customers into the very heart their business development, saving time and money when creating, and delivering products and services for users across the country.

The prototype uses real live clinical data and was designed and developed using HTML5. It’s ready for being developed further during the beta design phase.

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